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Interpersonal Skills in the Workplace

Interpersonal Skills in the Workplace. Obj. 2.01- Differentiate between positive and negative interpersonal skills in a variety of workplace settings. Communication . Verbal Listening Speaking Reading Writing. Non-Verbal Gestures Posture Facial Expressions.

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Interpersonal Skills in the Workplace

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  1. Interpersonal Skills in the Workplace Obj. 2.01- Differentiate between positive and negative interpersonal skills in a variety of workplace settings.

  2. Communication • Verbal • Listening • Speaking • Reading • Writing • Non-Verbal • Gestures • Posture • Facial Expressions

  3. Components of Effective Communications • Sender/encoder • Message • Channel • Voice • Written Text • Visual images • Receiver/decoder • Feedback

  4. Listening and Understanding • Hearing vs. Listening • Effective Listening Skills • Concentration • Avoiding distracters • Avoiding interruption • Asking for clarifying details • Giving feedback

  5. Listening and Understanding • Barriers to listening • Interruption • Prediction of message • Blocking message due to personal views • Inability to hear • Distracting mannerisms • Non-understanding • Wandering thoughts

  6. Constructive/Destructive Feedback • Constructive • Private • Address behavior- not person • Specific • Prompt • Positive • Suggest actions to solve problem

  7. Constructive/Destructive Feedback • Destructive • Public • Address personal character • General • Delayed • Negative • No solutions offered

  8. Importance of Feedback • Prevents costly mistakes/accidents • Provides opportunity for improving work performance

  9. Routes of Feedback • Oral/Verbal • Written performance evaluation • Visual

  10. Steps to provide Constructive Feedback • Tact • Sandwich technique • Compliment • Criticism • Compliment

  11. Positive/Negative Response to Feedback • Positive • Make sure you understand • Identify the solution • Take action • Negative • Defensiveness • Denial • Emotional Display

  12. Positive/Negative Reaction to Conflict • Potential Conflicts • Reactions in a conflict • Negative • Positive • Communication in conflict situations/”I” statements • I feel _______________ • When you _______________ • Because __________________ • And I want __________________

  13. Positive/Negative Reaction to Conflict • Conflict resolution model • Define the problem • Suggest possible solutions • Compromise • Seek mediation if not resolved

  14. Techniques to Positively Manage Anger • Self-awareness • Understand others • Empathy • Tact • Management strategies

  15. Effective and Ineffective handling of Complaints • Ineffective handling • Effective Handling • Ask for an informal meeting • File a complaint properly in a letter • Turn to outside agencies

  16. Treatment of Co-Workers • Etiquette • Privacy practices • Gossip • Professionalism • Avoid comparisons • Workload • Salary • Treatment of co-workers

  17. Ethical and Unethical Behavior • What's Right • What's Wrong

  18. Effectively Handling a Problem • Identify the problem • Collect and analyze data • Consider possible solutions • Choose best options • Implement the plan • Observe, evaluate and adjust the plan

  19. Actions the Demonstrate Respect • Diversity Trends in the US • Language • Disability • Religion • Gender • Age • Benefits of Diversity • Encourage Respect for Diversity

  20. Discrimination • Basis • Sex • Race • Color • Natural Origin • Language • Religion • Disabilities • Age • Sexual Orientation • Appearance

  21. Laws that Protect Employees from Discrimination • Fair Labor Standards Act • Equal Pay Act • 1964 Civil Rights Act • Age Discrimination in Employment Act of 1967 • Etc....

  22. Leadership Styles • Autocratic • authoritarian • Democratic • participatory • Laissez Faire • Laid-back-go with the flow

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